Call Centre Team Leader

20 hours ago

Sydney, New South Wales, Australia MCM House Full time $90,000 - $120,000 per year

JOIN THE MCM HOUSE TEAM – CALL CENTRE TEAM LEADER

At MCM House, we're known for creating furniture that embodies relaxed, timeless Australian living. As our business continues to grow, so does our commitment to delivering exceptional customer experiences—seamlessly, across every channel.

We're looking for a
Call Centre Team Leader
to join our Sydney Head Office team. This role is responsible for leading our local customer service team while overseeing the performance of our offshore call centre team based in the Philippines.

If you're a confident communicator, experienced in customer service operations, and energised by leading people across locations and time zones—we want to hear from you.

WHAT YOU'LL DO

Lead the Local (Sydney-based) Customer Service Team

  • Motivate and support our on-site team to deliver efficient, customer-first service.
  • Handle escalated calls and complex customer issues with professionalism and care.
  • Collaborate with internal teams to drive fast and effective problem-solving.
  • Monitor performance metrics and drive continuous improvement.

Oversee the Offshore (Philippines-based) Team

  • Support recruitment, onboarding, and performance management of our offshore subcontractor team.
  • Design and deliver effective training tailored to offshore needs.
  • Maintain strong cross-location communication and culture.
  • Ensure consistent service levels aligned to MCM House standards.

Systems & Tools

  • Use
    NetSuite
    for CRM and order management.
  • Manage workflows and communications via
    Zendesk
    .
  • Generate insights and reporting to improve service outcomes.

WHAT YOU'LL NEED

  • Minimum 3 years' experience in a call centre leadership role.
  • Experience managing or collaborating with offshore teams—ideally in the Philippines.
  • Proficiency in Zendesk, NetSuite or similar customer service platforms.
  • Strong coaching, communication, and conflict resolution skills.
  • Ability to work across time zones and manage remote relationships.
  • Highly organised and results-driven.

Nice to have (but not essential):

  • Background in retail or e-commerce customer service.
  • Experience with workforce planning and forecasting.
  • Ability to occasional travel to the Philippines (when required).

BENEFITS

  • Leadership Opportunity
    – Take the reins of a growing function with local and offshore influence.
  • Cross-functional Collaboration
    – Work alongside Retail, Digital, Logistics, and Brand teams.
  • Impactful Work
    – Shape the way we deliver service in a high-growth, design-led business.
  • Staff Discounts
    – Enjoy exclusive discounts on our premium furniture collections.
  • Supportive Culture
    – Join a close-knit team that values initiative, ownership, and continuous learning.

WHY JOIN US?

At MCM House, great service is an extension of great design. We believe in hiring people who are not only skilled, but who bring energy, care, and a drive for quality. You'll be part of a business where your work directly contributes to the customer experience—and to our future success.

WE'D LOVE TO HEAR FROM YOU

If you're an experienced team leader looking to make a difference across local and offshore teams, apply now.

Send your CV and cover letter to:

At MCM House, we're committed to diversity and inclusion. We welcome applicants from all backgrounds—please avoid including personal details like age, marital status, or photos in your application.

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